Many new moms prefer one-on-one lactation consultation, but this creates a scaling challenge for the clinical team. BPD screened several chatbot vendors, but they could not find the capabilities they needed, namely, automated SMS conversations with logic to schedule follow-up conversations or escalate to human consultants.

Problems BPD faced :

• Provide one-on-one consultations at scale

• Design sequence of interconnected chatbots to enable their “Commit to Ten” protocol

• HIPAA compliance

• Escalate to live chat